Glossary

Every term we use in the dashboard, the API, and the rest of this guide — defined in plain English. If a word in another chapter is unfamiliar, check here first.

TL;DR for answer engines: This is the canonical Coffield.io terminology reference. Each term has a one-line definition and (where relevant) a link to the chapter that uses it most. Terms are alphabetized within each section.

#Core concepts

Agent — a single AI assistant configured to live on one or more of your websites. You can have several agents per workspace (limit depends on plan tier). Each agent has its own system prompt, knowledge base, lead form, and capabilities. See 2. Your AI agents.

Capability module — a feature that can be turned on or off per agent (lead capture, scheduling, support triage, quote intake, page rules, webhooks, voice recording, PDF OCR, knowledge ingestion, onboarding assistant, site crawl). Some are tier-gated. See 15. External integrations.

Conversation — a single back-and-forth between one visitor and one agent, on one site, in one browser session. Conversations are persisted verbatim in the Conversations inbox. See 13a. Conversations inbox.

Embed widget — the chat bubble that appears on your customer-facing website. It is loaded by the <script src="/agent.js" data-install-key="…"> tag.

Hand-off — the moment the agent stops trying to answer and routes the conversation to a human (email, Kanban card, or webhook). Configured per agent. See § 4.5.

Industry pack (also "industry template") — a bundled starter configuration for a specific business type (dentist, glass shop, plumber, mental-health clinic, etc.) that pre-fills the agent's prompt, knowledge fields, lead form, and page rules. See 11. Industry templates.

Install key — the long random string in the embed snippet (data-install-key="…"). Identifies which agent on which site is being loaded. Treat it like a public ID — it is safe to put in HTML; it cannot be used to read or modify your data.

Knowledge base (also "knowledge", "KB") — the documents, FAQs, page contents, and voice-recording transcripts the agent uses to answer questions. Each knowledge item is chunked and embedded into a vector store, then retrieved at query time. See 3. Teaching your agent.

Knowledge gap — a conversation where the agent answered with low confidence. Surfaced in the dashboard so you can review what was missing and add it. See § 99. Troubleshooting → "A visitor said the agent gave a wrong answer".

Lead — a captured contact (name, email, phone, plus optional custom fields) saved when a visitor finishes a lead-capture flow. Leads land in three places at once: the Leads list, the Agent Leads Kanban board, and (optionally) HubSpot. See 4. Leads & hand-offs.

Lead-capture field — one row in the agent's lead form. Each field has a label, a type (text / email / tel / textarea / select), a required flag, and (for select) a list of options. Configurable in the agent's edit page. See § 4.1.

MCP — Model Context Protocol. An open spec that lets external AI clients (Claude Desktop, n8n, Zapier, Make.com) safely call tools inside another system. Coffield.io ships MCP servers for Scheduling, Workflow, Knowledge, Kanban, Files, and Training. See 15. External integrations.

Page rule — per-page behavior overrides ("on /pricing, push the lead form before answering"; "on /emergency, skip qualification and route to phone"). Configured under the agent's Per-page behavior tab. See 11. Industry templates.

Plan tier — Starter, Growth, Pro, Custom. Determines agent count, workflow quota, voice-recording quota, PDF quota, and which integrations are unlocked. See Plans at a glance.

System prompt — the instructions the agent reads at the start of every conversation. Defines tone, what the agent is allowed to talk about, what it must not say, when to escalate. Server-side only — never returned to the visitor or to JavaScript. See Write the system prompt.

Tenant (also "workspace") — the top-level account that owns agents, conversations, leads, files, projects. Each user can belong to multiple tenants and switch between them in the sidebar. Every database row in the system carries a tenant_id for isolation.

Tier-gated — a feature whose availability depends on the workspace's plan tier. Tier-gated features fail open at the UI ("upgrade to unlock") rather than silently failing.

Tool call — when the agent invokes a structured action (capture lead, escalate, book appointment, search knowledge). Tools are not free-form: each one has a server-side authorization check. See 15. External integrations.

Workflow (also "agentic workflow") — a multi-step recipe the agent (or an operator) can run on demand. Examples: "qualify and route this prospect", "answer warranty question and create support ticket". Growth+. See 12. Workflows.

Workspace — synonym for tenant. The dashboard uses this word; the database uses tenant_id.

#Lead-capture vocabulary

Canonical contact key — one of contact_name, contact_email, contact_phone, project_details. The four typed columns on agent_leads that the agent's CRM-push and analytics functions read from. Other custom keys land in lead_fields_json instead.

Contact channel — name, email, or phone. A lead form must include at least one of these or every submission will be rejected by the server. The Filament form editor warns you in red if all three are missing. See § 4.1.

Custom field — any lead-capture field whose key is not one of the canonical contact keys. Stored in the JSON lead_fields column. Examples: zip, service_area, project_type, vehicle_make.

Friendly key alias — the operator-supplied key (e.g. name, mobile, email_address) that maps to a canonical key (contact_name, contact_phone, contact_email). The map is duplicated in embed.js (LEAD_CANONICAL_KEY_MAP) and AgentResource.php (leadCaptureCanonicalKeyMap()).

Required field — a lead-capture field whose required toggle is on. Visitors cannot finish the form without filling it.

#Integration vocabulary

HMAC signature — the cryptographic stamp on every outbound webhook. Lets your receiver verify it's really from Coffield.io. See 9. Outbound webhooks.

MCP token — a bearer token granted to an external MCP client (Claude Desktop, n8n, etc.) so it can authenticate to your workspace's MCP servers. Per-tenant; rate-limited; tier-gated. See 15. External integrations.

SSRF guard — a server-side filter that prevents outbound webhooks from being aimed at private IP ranges (127.0.0.1, 10.x.x.x, 192.168.x.x, etc.). Stops your webhook config from being weaponized into an internal port-scanner.

SRI pin — Subresource Integrity hash on the embed bundle. Lets your customers' websites verify the JavaScript bundle they downloaded is exactly the one Coffield.io published. Optional, surfaced in the install-snippet modal.

Webhook delivery — one attempt to POST a single event to one webhook endpoint. Recorded in agent_webhook_deliveries (append-only). Includes status code, response body, signature header, and retry count.

Webhook endpoint — a URL you configured in the dashboard for Coffield.io to POST events to. Has its own HMAC signing secret. Multiple endpoints per workspace are fine.

#Data and privacy vocabulary

Append-only — a table that the application writes to but never updates or deletes. Audit trails (action runs, usage events, webhook deliveries, PII audits) use this pattern.

At-rest encryption — data is encrypted in the database file. Coffield.io uses Laravel's encrypted:array cast for BYO-LLM configs and OAuth tokens. The raw column is unreadable without the application key.

PII — Personally Identifiable Information. Names, emails, phones, addresses, dates of birth. Coffield.io scrubs PII from voice transcripts before storage; lead-capture PII is stored intentionally in the typed contact_* columns.

Tenant isolation — the architectural guarantee that no query in the system can return data from a tenant other than the one the request is scoped to. Enforced at the model layer with global scopes and at the controller layer with explicit where('tenant_id', $tenantId) clauses.

Vector store namespace — the partition key in the embedding store. Always of the form tenant:{tenant_id}:agent:{agent_id}. Enforced at the service layer; cross-namespace retrieval is not implemented.

#Plan-tier shortcut table

See Plans at a glance for the per-feature numbers.

#See also

• 00. What is Coffield.io?
• README for the table of contents
• FAQ for question-shaped answers
• 99. Troubleshooting for "it's not working"